Messenger Customer Chat offers a unique opportunity for brands willing to embrace it as a scalable customer service channel.
With 1.3 billion monthly users and growing, and 20 billion messages exchanged every month between consumers and businesses (10x growth in past 2 years), Facebook Messenger offers brands and consumers an ideal service channel.
Consumers can move from one device to the other seamlessly (a conversation can start on desktop and move to mobile with ease).
Customers can go away and continue the conversation later at their convenience, returning to the same conversation thread.
Built for automation
Drive agent efficiency by automating common inquiries and FAQs with use case-specific bots.
Brands can easily link the inquiry to a customer record and maintain that connection.
Messaging combines full live-chat functionality with persistent identity and mobile notifications merging all of the best elements of traditional digital customer engagement channels, purpose-built for the mobile era.
The asynchronous nature means that conversations can pause and resume between messages. Agents need to be able to have a real-time conversation while the customer is present, but be able to seamlessly shift to the next conversation if they are waiting on the customer.
The Messenger platform's customer chat plugin allows brands to integrate the Messenger experience directly into their website. This allows your customers to interact with your business anytime with the same personalized, rich-media experience they get in Messenger.
CSAT & NPS report on quantitative and qualitative insights like satisfaction & sentiment — all whilst comparing Facebook Messenger customer service efforts to that of your traditional channels.
Want to learn more about Messenger Customer Chat as a customer service channel? Reach out to our team.